ORDER FULFILMENT

Before you place an order with us, please note the above listed timescales are estimates and as such cannot be guaranteed.

Please be aware that during the sale period it may take slightly longer than the delivery time specified to dispatch your parcel due to the high volume of orders. We thank you for your patience during this time.

UK orders may be dispatched in two separate parcels to speed up the delivery process - we will notify you if this is the case and you will be supplied with two separate tracking numbers. It is not always guaranteed that your entire order will arrive on the same day; you can monitor your delivery using the tracking numbers provided. All orders will only incur one delivery cost.

If you have selected Express or Premium delivery at checkout and your order fails to arrive at the appropriate time then we will refund the difference between Standard Shipping and Express/Premium Shipping costs.

DELIVERY SCHEDULE

You will be notified by e-mail when your order has been dispatched and you will be able to track your parcel on the Parcelforce website (www.parcelforce.com) for UK orders or the DHL/FedEx websites (parcel.dhl.co.uk or www.fedex.com/gb) for international orders. You can also check the progress of your order in the Order History area of the Your Account pages on our website. If you do not receive your parcel in a reasonable time-frame then, in the first instance, you should contact the Parcelforce/DHL/FedEx customer services department or local office.

DELIVERING TO RUSSIA

Please note: Orders destined for the Russian Federation can only be delivered to Moscow or St. Petersburg. Due to restrictions set by the Russian Federation Government & Customs Authority, orders cannot be shipped to private individuals at a business address. Orders under 2kg in weight will be delivered via Royal Mail and handed to the Russian Federation's local postal service on arrival with them, orders over 2kg will be sent via a specialist courier service and handed to the Russian Federation's local postal service. It can then take up to 14 working days to arrive at their final destination. We apologise for the inconvenience this may cause.

DELIVERING TO CHINA

Customers ordering for delivery into mainland China are required to register with customs authorities for an import Customs Registration code (CR Code), or engage with an agent who has the CR Code and is authorised to act as the importer of record for their shipments. This CR code is to be indicated on customs declaration forms of all shipments, except for documents and personal effects.

As clearance procedures vary between Chinese gateways, please contact your local DHL region on the numbers below to receive further information:

TAX CHARGES

For orders being delivered to destinations within the UK or the European Union 20% VAT is included. For deliveries outside the EU, and to Jersey and Guernsey, VAT will be automatically deducted from your order once country of delivery is selected in the checkout.

Please note orders dispatched to non EU customers are sent DDU (Delivery Duty Unpaid) making the customer responsible for any outstanding import duties, clearance fees, brokerage fees and any addition charges upon delivery of your order.

NB: From the 10th March 2016, orders to the US up to USD 800 will be allowed into the country free from duties and taxes.

GIFT WRAPPING

While we endeavor to offer a gift wrapping service on as many items as possible, some larger items such as coats, suits & jackets cannot be gift wrapped. If gift wrapping is requested at checkout and we are unable to fulfill this request, customers will be informed and any gift wrapping charges refunded in full. Please do not hesitate to contact customer services if you have any queries regarding gift wrapping.

RETURNS POLICY

You may return any ordered items in their original condition, and if appropriate, with the hanger and protector via a reputable carrier (we suggest Royal Mail Special Delivery or Recorded Delivery for UK returns) within 14 days of receipt of the order for a refund or exchange. Your returned items must be accompanied by the completed returns slip which will be enclosed in the original package. Please allow up to 5 working days for exchanges and refunds to be processed.

Return shipping charges incurred by the customer can only be refunded if the return is due to a fault or our error on our part.

In the event of full or part orders being returned, please note that any free gifts must also be returned if the remaining balance does not reach the applicable qualifying total.

CLAIMS

If any item purchased is damaged upon arrival please notify us within 48 hours by email or phone. Please quote your order number and we will endeavor to rectify the issue as soon as possible.

VOUCHER CODE REDEMPTION

From time to time we will offer promotional voucher codes to our registered customers that can be used to obtain complimentary delivery or similar benefits. If you have received a voucher code from us then please enter it into the box provided in the shopping bag and click the apply button. Please do not hesitate to contact customer services if you have any problems applying your voucher code.